Manages daily operations and activities of the centralized admissions call center supporting a defined group of regions in a Division, providing direction and guidance to the call center staff
Job Summary
Manages daily operations and activities of the centralized admissions call center supporting a defined group of regions in a Division, providing direction and guidance to the call center staff.
Monitors the efficiency and efficacy of the call center ensuring all patients and other customers seeking admission to dialysis clinics in the allocated regions, are addressed appropriately and professionally in a timely manner by Patient Intake Coordinators (PIC).
Ensures appropriate placement services by providing expertise, guidance and support to Patient Placement Coordinators (PPCs) and Patient Services Specialists (PSS) in the Regional offices.
Matching Summary
Manages daily operations and activities of the centralized admissions call center supporting a defined group of regions in a Division, providing direction and guidance to the call center staff.
Skills & Requirements
Must-have
Manage call center operations
Patient intake and admissions
Staff scheduling and workflow
Quality assurance and monitoring
Compliance with regulations
Nice-to-have
Develop relationships with customers
Continuous process improvement
Marketing to facilities
Key Requirements
5 years related experience in a call center environment, finance or patient accounting
3+ years of directly related call center management experience
Bachelor's Degree in healthcare or business related field preferred
Proficient with PCs and Microsoft Excel and/or Access, PowerPoint, Word